Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,650 total complaints in the last 3 years.
2,328 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a member of the Microsoft Rewards program for over a decade. I've been using the service within its Terms of Service and have never misused or abused it in any way.On December 1, 2023, I was informed that my Microsoft Rewards account had been suspended and because I had violated the Agreement or Terms of Service. I messaged support that day, the following Monday (December 4th), and then again last week, all with no reply. I cannot reach anyone at the company to have this issue reversed and resolved, and have subsequently lost out on thousands of points.I am merely trying to have my account's suspension removed so I can continue utilizing the service.
Business Response
Date: 01/25/2024

Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your MS ******* account issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.Your new case number is **********.

Microsoft Corporation
Customer Answer
Date: 01/25/2024

Complaint: 21173536

I am rejecting this response because: they've opened a support number without me providing them my Microsoft email address. That will be a necessary prerequisite to properly solving the issue.
My Microsoft account email is: *************************

Sincerely,

*************************
Customer Answer
Date: 01/26/2024
They closed the ticket without any contact.
Business Response
Date: 01/30/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We have checked your escalation and see our agent has tried to contact you via email and phone. Please check your inbox for our agents email and feel free to reply to any of them.

Microsoft Corporation
Customer Answer
Date: 01/30/2024

Complaint: 21173536

I am rejecting this response because: I have not gotten any phone calls or emails to the email associated with my Microsoft account.

Microsoft account: *************************

Sincerely,

*************************
Business Response
Date: 02/12/2024
Dear *************************,

We have given all the information youve provided via the BBB to our agent, this for them to be able to solve your issue, please keep in communication with our agent until the issue has been solved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/18/2024

Complaint: 21173536

I am rejecting this response because: I still await communication from Microsoft via my Microsoft account email, which I have provided multiple times now: *************************

Sincerely,

*************************
Business Response
Date: 02/23/2024
Dear *************************,

Thank you for informing this information to us, we will contact the agent for them to contact you back,please watch your inbox for new email. Your new case number is **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:01/20/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I can not use my Xbox live gold account without paying for a 14 day game pass for a dollar. There aware of the problem. They reimburse my bank card on Nov. 30,23 for 1 dollar & 7 cents. They need to give me 3mons Xbox live gold because I have gold - can not play cod with out upgrading. To game pass. They own me one dollar & 7 cents for every 14 days after November 30 2023.
Customer Answer
Date: 01/24/2024
These pictures indicates I'm a xbox live Gold membership. The first few months the message was for a 14 ********* of xbox game pass for 1 dollar. I had to purchase or I couldn't use my xboxl gold membership to play online games. I did not contact Microsoft for the first transaction they did reimburse me for 1 dollar & 7 cents. Now the message is for 17 dollars a month.. I have xbox live gold membership. Why I'm I double paying & I can not use my xboxlive account to play online games unless I pay more money.. Gamer tag Nikkipgh06.
Business Response
Date: 01/29/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/30/2024
No resolution. Microsoft is still reviewing. No contact yet.
Customer Answer
Date: 01/30/2024
I need a direct contact number. Microsoft gave me 5 links to click on.
Customer Answer
Date: 01/31/2024
I really don't have time to play games. Microsoft can only contact me by email. They don't need to talk to me . There's nothing I can do on my end. I've removed all accounts and reinstall same issues. I need to know who else can resolve this issue or do I need an arbitration hearing?
Business Response
Date: 02/07/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. Upon checking,we were able to confirm the case was closed as there was no response from you.Regardless, the case hasnt been archived, so please reply to one of our agents emails to reopen this case and receive further assistance.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2024

Complaint: 21173244

I am rejecting this response because:

Sincerely,

***********************.. What's the resolution?
Customer Answer
Date: 02/08/2024
I can not get in touch with Noone from Microsoft. No contact number & the 5 links they sent me I could not receive any help & I did chat with a virtual person they were no help. The virtual person told me that they couldn't help me .
Business Response
Date: 02/22/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we see that our Tier 3 advocate ***** has been working with you on this issue.Upon checking, we were able to confirm the case has been closed as our agent didnt receive an answer from you.

Please let us know if you need further assistance so we can provide it.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/23/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. Upon checking, we were able to confirm the case has been closed as our agent didnt receive an answer from you.

Please let us know if you need further assistance so we can provide it.

Sincerely,
Microsoft Corporation... They need to fixs the issue I can play some multiplayer games. They want me to purchase a game pass I'm not doing that ever.
Business Response
Date: 03/06/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Considering your past service request is now archived, we have contacted a new senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/07/2024
***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Considering your past service request is now archived, we have contacted a new senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
View Communication
Customer Answer
Date: 03/08/2024
0003BFFD86257564
Customer Answer
Date: 03/08/2024
0003BFFD86257564
Customer Answer
Date: 03/09/2024
Need refund for all Microsoft items listed. My Xbox account still can't play my paid Xbox games online without purchasing an Xbox game pass. Remove the ad that requires me to pay unnecessary money.
Customer Answer
Date: 03/09/2024
Need refund for all Microsoft items listed. My Xbox account still can't play my paid Xbox games online without purchasing an Xbox game pass. Remove the ad that requires me to pay unnecessary money.
Customer Answer
Date: 03/09/2024
The photos indicates I'm a Xbox live gold member. The other photos indicates the issue I'm having with Microsoft.
Customer Answer
Date: 03/10/2024
This picture provides I have a Xbox live gold membership. Microsoft owes me 5 months of Xbox live gold membership because I can't use my paid subscription.
Customer Answer
Date: 03/10/2024
This picture indicates I brought the call of duty game on Nov.20, 2023 on Nov21, 2023. I was forced to buy a 14 Xbox game pass on Nov 30, 2023 Xbox reimburse the 1.07 to my credit card. I did not contact the company they made the correction.
Customer Answer
Date: 03/10/2024
This photo indicates that on Nov, 30, 2023 the charges continue. The next photo shows you the error message I was receiving when attempting to play the 75 dollar game I just bought call of duty. I can only play free games.
Customer Answer
Date: 03/12/2024
0003BFFD86257564
Customer Answer
Date: 03/12/2024
The unique ID. Was posted 3 times.
Customer Answer
Date: 03/12/2024
This is the unique ID you requested. I cut & pasted. I hope you get this one. 0003BFFD86257564 .
Customer Answer
Date: 03/14/2024
I posted the information that you requested Ms **** I'm not sure what more you want.
Business Response
Date: 03/14/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ******* has been working with you on this issue. Upon checking,we were able to confirm the case has been closed as our agent didnt receive a response from you. Please get back to our agent with the information they requested to reopen the case and receive further assistance.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Business Response
Date: 03/21/2024
Dear Nicole Trent,
Thank
you for contacting Microsoft Corporation via the Better Business Bureau
regarding your grievance. We have contacted a senior member of our Accounts and
Billing Team to investigate this matter and work with you directly toward a
resolution. Your new case number is 7037700962.
We
will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/22/2024

Complaint: 21173244

I am rejecting this response because:

Sincerely,

Nicole Trent. This is the issue. I can't play my purchased online games. Because of this ad that's blocking me from playing online multi-player games. I have an Xbox live gold membership which allows me to play all my online games with no other charges. The 17 dollar refund doesn't fix the main issue.
Customer Answer
Date: 03/22/2024
The only thing Microsoft needs to do is remove this ad so that I can play online. I removed my credit card so if there's a refund granted Microsoft can credit the account. The Unique ID that Microsoft request that I posted reveals my full identity & home address with home phone number.
Customer Answer
Date: 03/22/2024
Ok I totally get it now. Microsoft made changes to online gaming. They owe me nothing. This case is settled. Thank you very much BBB.
Customer Answer
Date: 03/24/2024
I received your message, and purchase an Xbox game pass to play modern warfare 3.. I was unaware of the changes to Xbox live gold membership. Thank you.
Customer Answer
Date: 03/29/2024
Thank you to all.. You can close the case I understand how online xbox gaming works now.
Initial Complaint
Date:01/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have two subscriptions and have tried to email to combine and *** the accounts. Unable to due to no human contact available. via email. ****** call human contact. Called ****************. First call gives prompts. Once you say billing, it no longer allows you to di prompts. *** get repeat message directing you to email (as I did before) and hang up. I need help to cancel the microsoft and leave Microsoft 365 under ***********************
Business Response
Date: 01/25/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription issue.We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.Your new case number is **********.

Microsoft Corporation
Initial Complaint
Date:01/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent more than two entire days dealing with your beyond insane Onedrive system, which I never wanted. The prior tickets *********, and **********. NOTHING has been resolved. The first agent promised an email w/instructions and follow up, got nothing. You cannot contact any person at Microsoft, and have been bounced endlessly from bad link to insane circular link, getting nowhereall Microsoftss negligence. Read all the ticket notes. My storage constantly says its full and over limit, and I cannot send or receive emails, but the system is completely broken. I have deleted almost everything, always turned off sync, uncoupled my account, and it still keeps going back over 5.0 storage no matter what I do. I complained of this over a year ago and was promised it was fixed.. My onedrive storage does not have anywhere near 5gb on it, it has almost nothing, and my email is 8GB below limit. One minute the storage is full on my laptop when on email, but email on my phone works, the next minute that gets reversed, further proof your system is completely broken. I keep having to delete bizarre internet junk files that got saved to onedrive (generic gifs, dmv, png files, etc), and no matter what I delete fill up again. I do not want Onedrive on at all, it is a nightmare, and it is insane you have no simple way to turn it off. I have lost more than two days of work, cannot contact anyone I work with, cannot send emails, and cannot contact Microsoft, and the two agents I finally reached on chat were beyond incompetent, had no idea what they were doing, gave endless gibberish information, routed me to the wrong place. I was on with them more than 6 hours accomplishing noting. I have left message after message, none returned. Someone competent needs to contact me directly to review all of this and fix the problem for good. This will go to court if someone at management level does not fix this.
Business Response
Date: 01/25/2024

Hi *****************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution.Your new case number **********
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/25/2024

Complaint: 21171592

I am rejecting this response because: please leave the complaint open as the business claims it is in the process of addressing it.

Sincerely,

*****************************
Business Response
Date: 01/31/2024

Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident. If you need further assistance, feel free to reopen your previous case number **********.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/31/2024

Complaint: 21171592

I am rejecting this response becaus
please keep the complaint open, as Microsoft is claiming to he trying to fix the issue.

Sincerely,

*****************************
Business Response
Date: 02/08/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident.
As mentioned, previous, If you need further assistance, feel free to reopen your previous case number **********.
You can also contact OneDrive support.
***************************************************************;
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/08/2024

Complaint: 21171592

I am rejecting this response because: please keep the complaint open. Microsoft is still in the process of attempting to resolve the issue. They have not at all yet addressed the issue of compensation for the damages they've caused.

Sincerely,

*****************************
Business Response
Date: 02/22/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident.
As mentioned, previous, If you need further assistance, feel free to reopen your previous case number **********.
You can also contact OneDrive support.
***************************************************************;
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/22/2024

Complaint: 21171592

I am rejecting this response because: it us beyond belief gow fraudulent and abusive Microsoft is.This is the same offensive gibberish. I have lost all patience and this is going to court (and into a book) so you need to save all correspondence regarding this matter. Microsoft has done NOTHING but lie to myvface and contradict itself for weeks.

For tge 50th time. My combined storage is less than 15 gb. There is virtually nothing in my one drive, and about 8gb in my hotmail, so my total storage no matter what is less than 9gb. You won't even address how my onrdrive can still say 5gb when there is NOTHING in it, let alone the 10 other issues I've raised.

You have refused to address a SINGLE issue o have raised dozens of times and keep sending the same useless cut and paste. Your first agent already explicitly admitted the problem was on your end, but you clearly can't identify or fix it and are trying to contradict his admission and objective reality, stall, obfuscate and frankly insult my intelligence with what is utterly absurd and inapposite nonsense.

If what you say were true, my storage also would have been over limit the past entire year at least, and it obviously wasn't. Instead, I have already erased several gbs of data in hotmail, and it' still goes back over by .1-.2 gb every time, which yet again shows you have absolutely idea what you're talking about and that the problem is at you end. So see you in court and **************.

Sincerely,

*****************************
Business Response
Date: 03/01/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident.
As mentioned, previous, If you need further assistance, feel free to reopen your previous case number **********.
You can also contact OneDrive support.
***************************************************************;
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/01/2024

Complaint: 21171592

I am rejecting this response because: it is truly offensive beyond belief. I have contacted ******** support over and over and over and ****, and they have done nothing but lie to my face, contradict themselves, refuse to actually answer a single question, and have not fixed anything. All of this will be produced in court and in a chapter of my next book focusing in corporate fraud. It's truly like dealing with sociopaths.

Sincerely,

*****************************
Business Response
Date: 03/11/2024

Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident.

Please contact OneDrive support to get further assistance.
***************************************************************;
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/11/2024

Complaint: 21171592

I am rejecting this response because: they are just intentionally going in abusive circles. I have contacted Onedrive support over and over and over and just been lied to and insulted and they have done nothing to fix the problem, or offer compensation for the fraud and negligence. This beyond offensive cut and paste that basically tells you go somewhere else, again, after Microsoft has been told 20 times they are not fixing anything, confirms what an abusive, reprehensible corporation this is. The only way to deal with their abuse is litigation.

Sincerely,

*****************************
Business Response
Date: 03/21/2024

Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account incident.
After further review of the Service Request: ********** found this email.

Hello *******,

I trust this message finds you in good health. I have consulted with our technical team regarding your email capacity. It appears that approximately 3GB of your email storage is currently occupied by sent items. This substantial usage may prevent you from sending and receiving new emails.

Additionally, the 5GB unified storage quota you mentioned includes files and attachments. These are part of the overall storage allocation and contribute to the total usage.

Please consider managing your storage to ensure smooth email operations. Let me know if you need any further assistance.

We recommend you this link that can help you with the storage issues.
***********************************************************************************************************************
My OneDrive says it's full - Microsoft Support
For future issues, feel free to to visit Microsoft.com

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/21/2024

Complaint: 21171592

I am rejecting this response because: this is the same gibberish. I have been given 12 contradictory excuses, some admissions of liability, and endlessly lied to, and not a single solution. I had no protracted storage issues until recently. I added no large files to my account, and, solely in response to my account becoming unusable through your negligence, deleted at least 2gb from storage,. That alone should have ended the problem, according to your own unreliable assertions, but it accomplished nothing. And each time, no matter what I delete, my account goes back to 5.1 gb. I was supposed to have 15 gb in email, and that has now disappeared, and you now seem to be making a new, objectively contradictory claim i have only 5gb in storage. You've still not addressed the thousands of internet junk files that keep coming back. Your agent originally admitted this was a problem at your end, and after months, during which I have lost considerable work, money and time, and deleted hundreds of files I needed because of your negligence. You refuse to address the dozen issues I have specified over and over that document the issue is at your end. There is no coordination or consistency between any of the agents I dealt with and the putative responses here. You literally have done nothing to fix the matter, but continually change your excuse. Even the appearance of storage on onedrive keeps changing, and email works periodically and randomly on one device, but, simultaneously, never on my phone. Good luck trying to rationalize any of this, all of which I have fully documented, to a court. Your support has not even responded to any of half a dozen messages in the past week, even though you kept telling me to contact them again. So this is going to court and into a book about Microsoft, and I will be subpoenaing every complaint about storage issues you have received in the past five years.

Sincerely,

*****************************
Initial Complaint
Date:01/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One of Microsoft's belligerent accessed my office computer and destroyed settings, eradicated software used in production, personal information, and drivers. Trying to rectify the situation since, Saturday the 16th. During this time the company has exemplified hostility in the form of disrespecting requests, time, and resolving issues caused by the company. I'm looking to avoid punitive action by the company for lodging a complaint and ask that BBB help my small business in this matter.Microsoft remains unresponsive.
Business Response
Date: 01/24/2024
Dear ******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was told they changed the color for SCE bill to yellow but it says for the **** have been changed Im Im being billed as a service account active under the pay my bill menu. I have a meter thats read and my bill certain ones are much higher than my neighbors with a comparison of the exact same amount of kilowatts used. And the *** is never accessible and reads view bill 12182023_0115240339 . I know its also under budget billing also and the ************ I have are change my bill date and pay now nothing else and no card payments are accepted online I dont know why and it goes to paymentus for payments with a card and not to ********** and I only made 2 payment arrangements in 2021 and I paid the 1st one as scheduled and the 2nd one earlier than arranged. I never have had any outstanding balance and I started my services originally at *****************************************************. ***** on September 05, 2013 and I get 2 pages of bill and 4 to 6 pages of inserted and they are partner program it says is one and have control of managing and making changes to my account which I pay for the services I get not them. Thats a violation of my constitutional and civil rights and when viewed of the companies involved and what and how theyre obtained any information and unlawfully and violated rights and falsified documents place on bills that in the long run extorted money from me can also be classified as a conspiracy.
Business Response
Date: 01/26/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Upon preparing to file taxes I realized that I was over charged for a Microsoft Ultimate subscription two months, August and October. I talked with Microsoft support and they refused to refund my money or even look at my bank statement. The only option they gave me was to refund the last purchase I made which was a FREE game download that I didnt pay anything for. At the time I thought I had been over charged for the 2 months equaling $36.28 but upon further investigation this has been going on for months. Ive searched back until August of last year and so far have found 5 charges to my card that does not show up on my Microsoft purchase history equaling $77.15. I do realize that the timing on finding this out is my fault but that in no way justifies them taking money that is not theirs and refusing to make it right. Attached is my bank transactions, ALL highlighted charges are for Microsoft Ultimate 1 month subscription. Green highlight is authorized and shows up on my Microsoft purchase history, red is unauthorized and does not show on my Microsoft purchase history. Note that some of the double charges are the same price but some are not, but again, ALL are for Microsoft Ultimate 1 month subscription. Why would I ever need to purchase the same 1 month subscription twice in a month?
Business Response
Date: 01/23/2024
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Microsoft Corporation
Initial Complaint
Date:01/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My problem with Microsoft is that I have been locked out of my account, ************************** for years now and it is impossible to retrieve the account through ********************'s automated support systems. The information the account retrieval process demands is information I no longer have access to such as old credit/debit cards, the EXACT subject line and email content of emails sent from that account (which I can only know if I have access to the locked account...), and the main issue- a phone number connected to the account (I changed my number years ago and am unable to update the number through support). I believe Microsoft's support is unbelievably inadequate for a multi-billion dollar company. No one should be totally locked out of their OWN accounts that could have significant value. I have easily spent thousands of dollars through that account for over a decade, but now it's all gone due to Microsoft's pathetic recovery system/security methods. I simply want access to my account back, which I am 100% certain can happen. I happen to be a system administrator, so I know how easy it would be for a HUMAN, not an automated script, to recover someone's account.
Business Response
Date: 01/24/2024
Dear ***************************,
Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ***************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased digital content from Microsoft. Made a request for a refund as I was well within the range of being eligible to do. Otherwise I wouldnt have done it to being with. Very simple. My request was still denied. Given a reason for decision, stating that I was outside the eligible guidelines which is completely inaccurate. The request can only be made online and only if theres any recent purchases listed eligible for refund upon signing into account. I was able to make the request so being denied does not seem right. On top of it all, i didnt even get notified of this decision until today, January 18, 2023. Its been 3 months. If anything Id like some kind of future discount code for a future purchase for taking such a long time to full such a minute request.
Business Response
Date: 01/23/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I dont care about the money, I care about the corporation living up to the guidelines I was well within to be eligible for a refund according to THEIR TERMS.
Sincerely,

***************************
Initial Complaint
Date:01/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since December 2022, OVER a year, I've not been able to use the MS ****** subscription I'm paying for BECAUSE there is NO "viable" support offered. Not even for a fee. NO support is available. This is now at a point where it's causing me to experience dire and catastrophic financial damages.They constantly refer to me their website for alleged "solutions" which DO NOT WORK. Same with their chat "support," which is useless. There is no phone support, which years ago would have quickly addressed these issues.Currently, my Outlook is shut down. Emails and files are lost (or not visible) and there is no fix offered. CLEARLY, there are multiple violations of the Consumer Protection Act and possibly fraud. I'm done asking. I want a real, live, "professional" support technician from Microsoft to CALL me and resolve my seeming endless problems. This can NOT be resolved with email communications. It can likely be quickly resolved with PHONE support, as it has in the past. This is serious and widespread problem that MS ignores. If MS further fails to assist me with a viable solution then I intend to file complaints with the ************************* The ** State ************************** the **** ************************* my Congressmen, online review forums and everywhere else I can think of. They will NOT get away with this nonsense any longer.
Business Response
Date: 01/24/2024
Dear ***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with your Office Subscription. We have contacted a senior member of our Technical Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We see that advocate ****** attempted to reach you by phone on January 24th. ****** sent an email requesting your preferred callback date/time. Please reply at your earliest convenience.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation

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